Customer Service Project Manager

CHRISTOPHER DAVID SANBORN

*** * *** ***** • Omaha, NE 68154 • *************@*****.***

H 402-***-**** • C 402-***-****

Accomplished Project Manager with proven customer service and management expertise. Developed and managed front end customer service tools for multiple clients for public use. Strong leader with superb communication skills and an arsenal of knowledge and expertise focusing primarily on Risk Mitigation.

SUMMARY OF QUALIFICATIONS

•10 years of successful leadership, experience in operations, business development, product/program management and project management with Fortune 500, telecommunications and high tech organizations.

•Extensive project management skills, focusing on: critical thinking, decision making problem solving skills, planning/organizing, excellent communication skills, influencing, leading, negotiating, delegating abilities, conflict resolution, adaptability and the ability to tolerant stressful situations.

•Ability to utilize multiple different project management tools and different Microsoft Office Suite tools.

•Proactive business partner with division leaders and co-workers to continually evaluate company and product performance throughout the product lifecycle.

•Highly motivated and results-oriented with proven ability establishing and building relationships across all organizational levels.

•Persuasive communicator, excellent organizer, strong team builder, effective trainer and talented motivator.

•Over 5 years of experience with the PMI Project Management Life Cycle and Software Development Life Cycle implementations.

•An experienced team leader with the ability to initiate/manage cross-functional teams and multi-disciplinary projects/products.

•Ability to work independently with minimal supervision relying on experience and judgment to plan and complete assigned tasks and goals of the organization.

•Strong ability to provide all aspects of the Project Life Cycle based on the five Project Management Process Groups: Initiating, Planning, Executing, Monitoring & Controlling, and Closing

•Ability to identify/manage issues throughout the project lifecycle that includes proactively identifying potential risks, managing risks as they occur, performing root cause analysis, and communicating with the client.

SELECTED ACHIEVEMENTS

•Championed significant improvement and efficiency in reporting product status and performance

•Initiated cross-divisional and cross-regional knowledge sharing including use, maintenance, and training of key performance indicator reporting

•Implemented global automated customer service tools that decreased customer time spent with a live agent and allowed customers to become self sufficient

•Successfully implemented a new automated outbound system which proactively notified customers of changes to their accounts

•Dramatically increased the German customer service Net Promoter Score from 25% to over 33%

•Increased monthly Collections from five hundred thousand dollars to over two million dollars

•Completed Product Management Certification at PayPal

•Completed Nuance Communications Voice Response Certification Training

•Started the process to obtain Project Management Institution Certification

•Trained, developed and managed five Account Managers

•Budgeted for purchases of IT hardware and managed vendor relationships

•Strong international project management capabilities including close working relationships with different ethnicities around the world

•Strong interpersonal skills, presentation skills, time management skills, and ability to work productively with all levels in an organization

•Excellent work ethic and understanding of skills required to focus on desired results, determine what is important, clarify next steps, and prioritize work effectively to meet deadlines and achieve desired

EDUCATION

Bachelor of Art in International Relations • George Mason University

PROFESSIONAL EXPERIENCE

Vital Support Systems, Omaha, NE 2009 – 2012

•Project Manager

Responsible for implementing multiple projects related to the Network, Systems and Managed Services divisions. Involved with these projects throughout the entire project life cycle, including project initiations, project delivery, stakeholder management, post implementation review, and project close out/handover. Managed IT projects to include: large infrastructure/network projects, large office moves, server consolidations and projects that cross IT disciplines.

•Led and developed full scale of project plans and executions

•Responsible for more than one cross-company project at a time

•Define the project scope of work, financial plan, its goals and deliverable

•Managed all aspects of the project business plan and budget

•Managed the operational, financial and technological aspects of projects based on time-lines and work plans

•Identified resources requirement, assigned responsibilities and coordinated directly and indirectly project staff to ensure successful completion of the project

•Tracked project deliveries using project management tools

•Managed the design of the project documents to monitor project performance and data stored

•Reported on project progress and communicated relevant information to superiors

•Resolved, traced and escalated critical issues to minimize project risk factors

•Prepared the QA procedures for each project

•Directed, supervised, supported and coordinated the project staff

•Communicated intensively with clients, sub-contractors and vendors to establish effective working relationship.

•Followed up with clients to verify satisfaction.

PayPal, Omaha, NE (an eBay Company, San Jose, CA) 2007 - 2009

•Product Manager

Responsible for working closely with a team of IT Analysts/Professionals dedicated to meeting the highest level of global operations objectives. Responsible for collaborating and managing projects with Senior Management across the global operations and across the PayPal organization on the operations tool set and security permissions system, product enhancements, ideas for improvement, and strategic project implementation. Responsible for developing and delivering executive level presentations surrounding Global Operations processes and strategies, and responsible for compiling risk metrics and presenting data to Senior and Executive Level Management.

•Responsible for the creation and implementation of the project plan for an automated outbound Collections Product that increased collections processing from five hundred thousand dollars to over 2 million dollars a month

•Responsible for the creation and implementation of the project plan which launched an automated customer service system to the markets within Europe – these markets include the United Kingdom, Germany, France, Spain and Italy

•Aided in the creation and implementation of project plans for automated customer support systems for newly acquired business and improved the existing customer support mechanisms

•Created and implemented a project plan for an automated outbound initiative to aid in the reporting of fraudulent activity on customer accounts to allow for proactive notification to the customer

•Designed and coordinated a wide variety of reporting matrixes including weekly and monthly status reports of specific product results

•Automated and streamlined internal results reporting for Senior Management and other business units

West Corporation, Omaha, NE 2001 – 2007

•Program Manager/Project Manager

Oversaw client’s business objectives, including setup and execution of telemarketing service programs, modifications, analysis of program performance, staff supervision, timely resolution of problems and quality assurance. Coached and mentored subordinates to achieve desired results, customer satisfaction and career development goals. Partnered with Divisional Vice President as well other key executives.

•Responsible for the creation and implementation of project timelines for multiple IVR implementations

•Responsible for the creation of the project timeline for an ACD help desk

•Supervised account managers of key segment teams

•Provided extensive program analysis on key segment teams to executive management and clients

•Organized key reporting matrixes to aid in determining product success for Senior and Executive Management and clients

•Coordinated and organized weekly and monthly staff reviews for all programs

•Provided qualitative information regarding key performance indicators

infoUSA, Inc., Omaha, NE 2000 – 2001

•Outside Marketing & Sales Consultant

Prospected for new clients and cultivated existing clients by assessing needs/desires, then promoting solutions. Collaborated weekly with CEO to evaluate market trends.

•President’s Club Award for Top Performer - Outside Sales

•Top Performer - Field Sales Division

•Consistently exceeded monthly sales goals consistently

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